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ITIL® Introduction

ITIL® Introduction is a bespoke, one day training during which we will present a set of best practices connected to IT services management, the business – IT relations and external and internal communication in IT.


Presentation of best practices described in ITIL® and benefits of adapting these practices in the organization.


All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization and representatives from business units who use IT services.


Presentation, lecture, discussion.

  • Understanding the basic principles of IT service management model,
  • Understanding the most important ITIL® processes and relationships between them,
  • Understanding the principles of IT service provision and service lifecycle model,
  • Recognize the importance of the relationship of business – IT and different points of view on IT in the organization,
  • Awareness of the benefits and challenges associated with the use of ITIL® in the organization.

Tailor-made content of training addressing customer needs, classes conducted by a trainer experienced in IT service management, printed course materials, catering (refers to classes located in Sii), certificates of completion of training.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Training scope
  • IT service management and ITIL® best practice library (historical background, main ideas and assumptions and components of ITIL®).
  • Application of the ITIL® practices in business organizations, and the relationship of business - IT.
  • Main ITIL® issues (IT service, process, services lifecycle, IT services portfolio, IT service catalog, service levels, SLA, OLA and UC, CMDB, the SKMS system, model 4P).
  • Phase of the Service Lifecycle (Services Strategy, Services Design, Services Transition, Service Operation, Continual Service Improvement).
  • Selected processes of the services lifecycle (service catalog management and service level management, capacity management and availability management, information security management, service asset and configuration management, change management, releases and deployment management, incident management, request fulfillment, problem management).
  • People – their functions and roles in the IT organization (RACI model).
  • Communication – its importance in the management of IT services.
  • ITIL® Certification Scheme.
  • The number of participants : 6-15 people
  • Duration : 1 day
  • Language : Polish
  • Course material : Polish

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